Refund policy

Returns & Refund Policy

Every Rivaex order is printed to order and personalised with a specific design, meaning each garment is made exclusively for you at the point of purchase. As a small independent brand, we want to be as open and honest with you as possible about how our returns process works, and why it works the way it does.

How We Work

Rivaex is an independent brand that works with a specialist print on demand partner to bring our designs to life. Every garment is printed and fulfilled by them at the point of your order. While this allows us to offer a wide range of designs without the waste of mass production, it also means we are bound by the policies and limitations of the print on demand process. The returns policy on this page is not something we have chosen arbitrarily. It reflects the genuine constraints of how our products are made, and we want you to understand that context before you order.

Sizing and Informed Purchasing

Getting your size right matters to us as much as it does to you. That is why we have put together a detailed size guide covering full garment measurements, to fit chest measurements, body length, and step by step guidance on how to measure yourself at home. We genuinely want every order to arrive and feel exactly right.

Because of the care and detail we have put into our sizing resources, we are unfortunately unable to accept returns or exchanges where an incorrect size has been selected. We know that is not always easy to hear, and we are sorry if your order does not fit the way you hoped. We would always encourage you to reach out to us at contact@rivaex.co.uk before you order if you have any doubts about sizing. We are happy to help.

Change of Mind

Because every Rivaex garment is printed to order and personalised with a specific design, we are unable to accept returns or exchanges for change of mind reasons. We encourage you to take your time browsing and feel completely happy with your choice before completing your purchase.

Before You Request a Return

We want to be transparent with you about what happens when a printed to order item comes back to us. Because your garment was made specifically for you, it cannot be resold or passed on to another customer. In most cases a returned item will have to be destroyed. We also want you to know that the charitable donation we make on your behalf at the time of your order would need to be withdrawn, as that donation is funded directly by the sale.

We are not sharing this to make you feel guilty or to discourage you from raising a genuine concern. We are sharing it because we think you deserve to know the full picture, and because we believe most people, when they understand the situation, would rather we used that honesty to build a better relationship than hide behind small print.

Faulty or Damaged Items

Despite our best efforts, occasionally something can go wrong. If your order arrives faulty, damaged, or incorrect in any way, please get in touch with us within 28 days of receiving it at contact@rivaex.co.uk with a photo and a brief description of the issue. We will do everything we can to make it right, whether that means a replacement or a refund. We just ask for photographic evidence so we can understand what has happened and resolve it as quickly as possible for you. We also need the information to pass on to our suppliers who handle faulty goods returns, as they will ask for this from us. Please note that faults reported after 28 days of dispatch can be replaced but not refunded.

Returns

In the event that a return is agreed and approved, you have 14 days from receiving your order to request it. Return shipping costs are the responsibility of the customer. Please do not send anything back without contacting us first, as items returned without prior approval will not be accepted.

Returns Address

Once your return has been approved we will provide you with the full returns address. Please wait for confirmation from us before sending anything back.

Missing Orders

We know how frustrating it is when an order does not arrive when expected. In the unlikely event that your order has not arrived within 10 working days of dispatch, please get in touch and we will do our best to help. We always recommend checking with your local post office and confirming your delivery address as a first step. Please note that missing orders must be reported within 60 calendar days of dispatch, after which we are unfortunately unable to offer a free replacement.

Refunds

Once a return or fault has been assessed and approved, your refund will be processed to your original payment method within 10 business days. Please allow a little additional time for your bank or card provider to process and post the payment on their end.

Questions?

If you have any questions at all about your order or our returns process, please do not hesitate to get in touch at contact@rivaex.co.uk. We are a small team and we genuinely care about every order that leaves our store. We will always do our best to help.